Shipping and Returns Policy

 

We ship to addresses in the UK and Eire. Our standard shipping service is 48 hours tracked and signed for. All orders received after 11 am will be sent the next working day. 

 

Standard delivery

Delivered within 3-5 business days

 

UK £5.95

Channel Islands £5.95

Isle of Man £5.95

Eire £12.50

Free when you spend £150 & over

 

Orders are processed for delivery on working days only (Monday to Friday, excluding UK Bank Holidays. All orders received by 11am will be dispatched the same working day, all orders after this time will be sent the next working day. The delivery services we use usually only deliver Monday-Friday, so orders sent on Thursday, please expect delivery on Monday. 

 

Please note it is our couriers’ responsibility to deliver your parcel to the front door of the given address only and are sent via Royal Mail First Class to the UK & Eire. Orders are dispatched Monday- Friday by 4pm.

 

If you would like any additional information about deliveries please contact our customer services team at info@koisilondon.com(Monday to Friday 09:00-17:00. Excluding UK Bank Holidays). 

 

We hope you will be delighted with your order, however, if there are any problems please read refer to our returns policy. If for any reason you are not satisfied we are happy to offer a refund on all goods returned to us within 30 days from the dispatch of your order provided you return the items using our returns paperwork, which are in their original packaging and in an unused resalable condition, as per below. 

 

All goods sold our website can be returned for a refund and must be returned with original packaging and tags in re-sellable condition. 

 

Please return all items via registered post so you have proof of dispatch should an item get lost and please make sure you have sufficient insurance cover, as we cannot accept responsibility for goods lost or damaged in transit and note that postage cannot be refunded. 

 

Please return items to the following address:

 

Koisi Limited

Richmond

London

TW10 6LS

 

Place the returns paperwork inside the parcel: this is essential as it helps us identify your return. Please indicate if you would like a replacement or refund on your order on the returns paperwork. Also note, that in order for returns to be processed without delay, you must ensure that the goods are wrapped securely in the same outer packaging in which you received them. 

 

All goods are examined upon receipt and we may make a deduction from the reimbursement for loss in value of any goods supplied, should the loss be a resut of unnecessary handling by you. We will process your return as quickly as possible and will notify you by e-mail once your refund or replacement has been processed. 

 

Your payment for the goods will be refunded by Koisi Limited as soon as possible by the original payment method and no later than 14 working days after we have received the goods. Please note that the cost of returning your goods will not be refunded. In addition to our returns policy you have the legal right to cancel your order within fourteen working days from the date of receipt of the goods if you send us a notice of cancellation in writing and return the goods to us in their original, unopened and unused condition. 

 

If you cancel your order but do not return such goods to us within 14 working days of notifying us of cancellation, we shall be entitled to withhold payment of any refund.  Please note we will not provide a full refund if goods show signs of unreasonable use. In such circumstances, we will notify you that a reduced refund amount will be available or you can choose to arrange for such goods to returned to you within 28 days of our notification. 

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Under the Consumer Contracts Regulations 2013, if you buy online or by phone your consumer rights entitle you to a full refund if you request one in writing (this includes email) within 14 working days of receipt. This includes any delivery charge, but excludes the products listed as expectations below. It’s important that any unwanted item, unless faulty is returned in a resalable condition.  This means that you’ve kept all original packaging and labels, and that it’s undamaged and unused. Please note that we will not refund the cost of returning the items to us: only original delivery charges where applicable. Please view our contacts page for how to get in touch with us or email: info@koisilondon.com

 

Please note all products sold as part of a special set, can only be returned as a complete set and not as component parts. 

 

None of the above conditions affect your statutory right when goods are faulty, or not as described. For further details of your rights to cancellation under the Consumer Contract Regulations 2013, please see our Terms & Conditions. 

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Please note at this moment in time all international orders, those outside of the United Kingdom, the customer will be responsible for all taxes and duties for the country of shipping.